The Gambling Commission website uses cookies to make the site work better for you. Some of these cookies are essential to how the site functions and others are optional. Optional cookies help us remember your settings, measure your use of the site and personalise how we communicate with you. Any data collected is anonymised and we do not set optional cookies unless you consent.

Set cookie preferences

You've accepted all cookies. You can change your cookie settings at any time.

Skip to main content
This is new
Is this page helpful?

Checks you can do to stay safe

Complaints procedures

Gambling businesses must have fair, open and transparent complaints policies and procedures.

They must also have arrangements in place for you to refer a complaint to an Alternative Dispute Resolution (ADR) provider if they cannot resolve it within eight weeks of receiving it.

If you are concerned about a gambling businesses' complaints policies, then you can make a complaint to us.

Check if the gambling business is licensed

Before you begin gambling, you should check that the gambling business is licensed.

If the business has a Gambling Commission license, you will be protected by consumer and gambling protection rules in Great Britain.

The licence register allows you to see what type of activities gambling businesses can offer, and see if we have ever taken any regulatory action against them.

Check whether your money is protected

Any company you gamble with must tell you whether your money is protected in case they go bust.

There are three levels of protection. All gambling businesses must make it clear which level applies to you. This includes both online and physical places you can gamble, like a betting shop or casino.

The business must give you this information in their terms and conditions.

You can read more about the levels of protection and what this means for you.